{
    "id": "en_aa62acaf-c1c3-4414-999c-b9e2733afd6b",
    "language": "en",
    "status": "PUBLISHED",
    "type": "default",
    "details": {
      "summary": "**SLA**\n- Added definitions to clarify terms in the agreements\n- Clarification concerning right to termination if failure to meet target availability.",
      "title": "Service Level Agreement (SLA)",
      "version": "2024-06-12",
      "orderIndex": 2,
      "notifiedAt": 1718352480
    },
    "content": "\u003ch1\u003eService Level Agreement (SLA)\u003c/h1\u003e\n\u003cp\u003eThis Roaring Service Level Agreement (\"SLA\") accompanies the Agreement entered into between you (the \"Customer\") and Roaring. Capitalized terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.\u003c/p\u003e\n\u003ch2\u003e1. Definitions\u003c/h2\u003e\n\u003cp\u003e\u003cstrong\u003eAvailability\u003c/strong\u003e: Availability is calculated using the formula:\u003c/p\u003e\n\u003cp style=\"padding-left: 90px;\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e100 x (measure period – planned downtime – downtime exclusions - downtime)\u003c/span\u003e\u003c/p\u003e\n\u003cp style=\"padding-left: 360px;\"\u003e(measure period – planned downtime)\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eTarget Availability\u003c/strong\u003e: Roaring will use considerable efforts to make the Services available with an uptime of 99.8% of each calendar month.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eDowntime\u003c/strong\u003e: The time when a service (API) is not available during its agreed Service Hours.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eDowntime Exclusions\u003c/strong\u003e: The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer explicitly stated not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Roaring's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; (d) third party data suppliers, acts or omissions; or (e) Planned downtime, Service Windows or reasonable emergency maintenance.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003ePlanned Downtime\u003c/strong\u003e: “Planned Downtime” or \"Service Windows\" refer to Roaring's scheduled routine maintenance of the Services for which Roaring notifies Customer at least forty-eight (48) hours in advance. By notification we mean posting Service Windows on our web roaring.io/developer and emailing the Customer contact. Planned Downtime will not exceed eight (8) hours per month. Roaring typically doesn't have Planned Downtime unless there are major changes.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eNote\u003c/strong\u003e: Any downtime in Roaring’s services caused by Roaring’s information data suppliers such as for example Swedish Tax Authorities or Creditsafe is regarded as Downtime Exclusions (see Downtime Exclusions above, (d) third party data suppliers, acts or omissions).\u003c/p\u003e\n\u003ch2\u003e2. Service Levels\u003c/h2\u003e\n\u003cp\u003eThe following Service Levels and consequences of breach of Service Level Availability including Credits shall apply for the Services.\u003c/p\u003e\n\u003ch3\u003e2.1. Service Level Availability\u003c/h3\u003e\n\u003cp\u003eService level objectives for service availability.\u003c/p\u003e\n\u003ctable border=\"solid 1px #000\"\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003eAvailability\u003c/strong\u003e\u003cbr /\u003e(Calculated per service on a monthly basis and measured 24*7 hours)\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003eService Level breach consequence\u003c/strong\u003e\u003cbr /\u003e(Percentage is calculated per service on credits consumed during the month and is credited on next month’s invoice)\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e\u0026gt; 99.80%\u003c/strong\u003e\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003eN/A\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e99.79% - 99.00%\u003c/strong\u003e\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e5% of the Monthly Credit amount for the affected Service.\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e98.99% - 95.00%\u003c/strong\u003e\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e15% of the Monthly Credit amount for the affected Service.\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e94.99% - 90.00%\u003c/strong\u003e\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e25% of the Monthly Credit amount for the affected Service.\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e\u0026lt; 90.00%\u003c/strong\u003e\u003c/td\u003e\n\u003ctd colspan=\"1\" rowspan=\"1\"\u003e\u003cstrong\u003e100% of the Monthly Credit amount for the affected Service.\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\n\u003ch3\u003e2.2. Termination in the case of failure\u003c/h3\u003e\n\u003cp\u003eIf there is a verified failure of a Service to meet Target Availability in two (2) consecutive months the Customer can choose to terminate the Agreement, by using written notice of termination within thirty (30) days after the end of the second such month. The Customer is in that case entitled to a refund of up to 25% of any fees Customer has paid for use of the Service that has failed during the two (2) consecutive months in direct relation to the termination.\u003c/p\u003e\n\u003cp\u003eThe percentage of credit refund stated by Service availability together with the termination and refund right is the Customer's sole and exclusive remedy, and Roaring's sole and exclusive liability, for Roaring's failure to meet the Target Availability.\u003c/p\u003e\n\u003ch2\u003e3. Service Level Credits\u003c/h2\u003e\n\u003cp\u003eAny Service Level Credits will be applied to Customer’s next invoice, if the final invoice under this agreement has been paid, remaining Service Level Credits will fall due.\u003c/p\u003e\n\u003cp\u003eTo be eligible for receiving credits, the credit request must be received by us within thirty (30) days after the end of the month in which the incident occurred and must include:\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003ethe words \"SLA Credit Request\" in the subject line;\u003c/li\u003e\n\u003cli\u003ethe dates, times, and affected Roaring service of each Unavailability incident that you are claiming; and\u003c/li\u003e\n\u003cli\u003eyour request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eAll credit requests shall be sent to \u003ca href=\"mailto:customer@roaring.io\"\u003ecustomer@roaring.io\u003c/a\u003e.\u003c/p\u003e",
    "updatedAt": "2024-06-14T08:08:12Z",
    "createdAt": "2024-06-12T07:39:20Z",
    "modifiedBy": "b16d96ed-be3e-4b67-b379-fe5b8dc84900"
  }